Run operations, PM, customer service as a business and to deliver world class customer delight.
WORLD-CLASS CUSTOMER SERVICE & OPERATIONS EXECUTIVE
Accomplished leader with 20+ years of experience directing all areas focused on the customer and delivering on Customer Delight!
 Highly effective at seeing what is not there – and driving the business in new profitable and scalable directions
 Executes enterprise-wide strategic change initiatives – master of customer loyalty strategies and field-tested agent of positive change.
 Evaluates customer base and product / service offerings to develop services that inspire true customer delight and increase profitability.
 Builds flexible, efficient customer service & operations teams through knowledge-based management techniques. Maximizes existing global resources to improve quality and increase revenue.
 Leads continuous process improvement and quality control programs to maintain exceptional quality and accommodate market needs.
 Hires, trains, coaches, and manages top-performing professionals with emphasis on leadership development, motivation, global marketplace and customer-focused services.
AREAS OF EXPERTISE
ï¶ Executive Leadership
ï¶ Technical Assistance Centers (TAC)
ï¶ Field Service
ï¶ Manufacturing & Assembly
ï¶ Professional Services
ï¶ Divisional Leadership
ï¶ International Expansion and Offshoring
ï¶ P&L
ï¶ ISO Process
ï¶ Operations
ï¶ Continuous Improvement
ï¶ Factory Repair and RMA
ï¶ Global Service & Support Organizations
ï¶ Service Sales
ï¶ H/W & S/W
ï¶ Quality Assurance
ï¶ Strategic Planning
ï¶ Mergers and Acquisitions
ï¶ SQA
ï¶ IT/MIS
Career Overview
May 2008 – Nov 2009
U4EA Technologies & U4EA Wireless Inc.
OEM manufacturer of wireless, quality of service and business gateway, equipment and highly complex software. U4EA Technologies is a privately held company that is globally distributed with locations that include, Bristol, England; Nice, France; Bangalore, India; Fremont CA, and Cork, Ireland. In May 2008, U4EA Ltd., acquired the wireless IP and assets from NextHop Technologies.
Vice President of Global Operations
Upon acquisition was retained by the BOD to analyze and offer solutions to the support and manufacturing functions. As a result of that analysis Mr. Will crafted the following global initiatives:
ï· Executed a ‘follow the sun’ global support structure
ï· Built multiple support product offerings geared to many different types of users
ï· Set in motion corporate wide ISO-like process teams to scale the business to BOD plan of $100M
ï· Built several new products using a newly designed NPI process and was successful in receiving & issuing UL/TUV/WEEE/CE/FCC/IC /RoHS product marks
ï· Built a full turnkey model for manufacturing and initialized subcontractors to scale the business to the BOD plan
ï· Reduced the monthly Operations cash burn by nearly $250K
ï· Crafted and executed a global IT plan which allowed the business to scale and protected the IP
2005 – May 2008
NextHop Technologies
NextHop Technologies was headquartered in Mountain View California, was a VC funded startup software provider of OSI Layer 2, Layer 3 and Wireless LAN, source code, binary and turnkey products. NH has significant experience in the OSPF, BGP and core routing stacks with more recent expansion into the wireless segments.
Vice President Customer Operations
ï· Developed and instituted a global support process that delivered 7x24 services
ï· Drove Professional Services of large software revenue project s for corporations like Google, Lucent, Nortel, etc.
ï· Developed a scalable ODM model and crafted a unique method of royalties by leveraging their size
ï· Managed corporate training and support contract renewals that drove over $2M annually
ï· Established a new process discipline across all functional areas
2004 – 2005
BUSINESS CONSULTANT / ENTREPRENEUR
Established a small business venture and consulted with numerous start-up organizations on the development and launch of customer service & technical support programs and departments. Scoped and recommended various CRM solutions based on business needs and budgets. Initiated several outsourced and offshore programs for various clients.
2000 – 2004
Larscom Inc.
Larscom Incorporated (NASDAQ: LARS) headquartered in Milpitas California, was a small ($22 – 58M) R&D manufacturer whose core business was telecommunications and networking devices including MUX, IMUX, SONET, CSU/DSU, software, and mainly CPE devices for the network edge. Larscom was acquired by Verilink Technologies (NASDAQ: VRLK) in mid-2004.
2000 – 2004
Vice President Global Customer Service
Managed teams ranging in size from 10 to 65, including numerous directors from various functional groups.
ï· Held full P&L responsibility for $6M+ in service revenue – increased revenues by 40% within 18 months and boosted gross margins to 80%.
ï· Dramatically reduced operating expenses and increased revenue by:
 Establishing a “follow the sun†international service delivery program that cut expenses by nearly 10% and increasing the first-time fix rate to 98%.
 Consolidating contracts to a single global service partner, increasing efficiency and service quality.
 Redesigning client training programs to improve on-site/off-site mix and increase options.
 Rejuvenating sales of service contracts; increased renewal rate by 50%.
 Establishing, managing, and interpreting corporate quality metrics.
 Selected and implemented a new CRM system that replaced two existing systems and enabled integrated defect-tracking with the engineering division.
ï· Managed large global service partner including contracts and operational interface.
ï· Managed business operations group (order entry) including contracts, bids and proposals, revenue recognition, and invoicing.
2001 - 2004
Vice President Operations/Manufacturing
Was promoted into the dual role to include manufacturing operations, QA/QC-ISO, assembly, purchasing, logistics, contract manufacturers, and factory repair.
ï· Directed in-house manufacture of high volume telecommunications equipment, maximizing revenue from existing global facilities by expanding their function to include manufacturing. Maintained high cycle-turn rate and costs below corporate targets using 100% turn-key, JIT, and KANBAN manufacturing processes.
ï· Managed contract manufacturer (CM/EMS) relationships and contracts. Selected several new vendors when company’s main CM went out of business. Negotiated contracts and moved product within one month and met all revenue and product targets.
ï· Directly managed general contractors and subs for the design of a new manufacturing facility after a merger and the move into that new building. All tasks were delivered on time and per budget plan.
ï· Streamlined operations automated systems and implemented a new bar coding scheme.
ï· Played a critical role in merger-and-acquisition preparation and subsequent integrations.
1997 – 2000
VTEL CORPORATION
VTEL Corp., (NASDAQ: VTEL) with headquarters in Austin Texas, was an R&D manufacturer of video based two-way interactive hardware and software technologies. During Mr. Will’s tenure the company’s revenue ranged from $120 – 190M with over 15% of that revenue coming from services. VTEL sold all of the hardware business in 2001 and changed the name to Forgent Technologies (NASQAQ: FORG).
Sr. Director, Global Technical Operations
Joined company via acquisition of Compression Labs Inc.; responsibility for customer service, 3 global TACs, training, professional services, and field service. Managed P&L for $30M+ in service revenue - over 10% of the total company revenue across the U.S., Latin American, European, Pacific Rim, and Chinese locations.
ï· Maintained offices in Sunnyvale, Brussels, Beijing, London, and Washington D.C., managing more than 135 direct employees through 8 regional directors and large outsourced service partner.
ï· Implemented a version of the Virtual TAC strategy developed at Compression Labs to regionalize service, decreasing operating expenses and enhancing expertise in specific geographic areas, leading to measurable customer service improvements. Named Director of the Year in 1997 for this contribution.
ï· Established and managed daily customer service metrics; reported to firm executives and user community.
ï· Managed with the assistance of Operations group, and utilizing a matrix staff, the off shore locations for procurement, assembly, and shipping of products. Decreased import/export costs by leveraging in-country (China/Japan/UK) facilities for builds and shipments. Increased Customer Service effectiveness by enhancing employee knowledge of devices.
ï· Facilitated mergers and acquisitions, conducting due diligence on target companies and leading service integration of acquired organizations.
1988 – 1997
COMPRESSION LABS INC.
CLI (NASDAQ: CLIX) headquartered in San Jose California, was a premier R&D manufacturer of videoconferencing codecs, software, and custom room systems. CLI was the inventor of the DCT video algorithm for its products and it remains the foundation software engine for all MPEG and JPEG devices today. Mr. Will started with CLI when the revenues were just $6M and helped it grew to over $150M. CLI merged with VTEL Corporation in 1997.
1991 - 1997
Director Technical Operations – Reston, VA
Education and Professional Training
ASEE - BROWN INSTITUTE, Minneapolis, MN
AFSMI Certification – University of Wisconsin – Madison WI
Professional training includes numerous Executive and Leadership-development seminars and technical courses including CRM/ERP/MRP implementations.
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